Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,978 total complaints in the last 3 years.
1,512 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/23/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/23/25 Was requesting a cancellation and refund for a number that had no usage and instead of a straight cancellation supervising manager removed autopay so phone number would cancel for non-payment, agent who I was transferred to stated supervisor was trying not to have a reported cancellation under their credentials.
Business Response
Date: 07/02/2025
June 24, 2025

Ms. ***** ******
******************
************************

Re:          BBB Complaint #********
                ************** -2025-06-12780

Dear ************************** 24, 2025, we received your complaint, dated June 23, 2025, filed with the Better Business Bureau.

You stated that you would like to cancel your line and receive a refund since you did not use the service. You indicated that your card was removed from the prepaid account.

The ******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Therefore, a refund is not warranted.

If there are further questions or concerns about this issue, you may contact me at **************.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

****** ********
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I recently purchased two new iPhone 16s and signed up for cell phone service with Boost Mobile on June 4, 2025. We mailed in our two old phones on July 13, *************************************************** the amount of $160 for each phone. Boost Mobile confirmed they received the devices but has only issued one gift card. Boost directed me to a third party processor who told me they have no record of the order and referred me back to boost. I have documentation with a tracking number from **** showing both phones were received by Boost on June 18, 2025 however neither company will fulfill the promised gift card. I have attempted resolution repeatedly via phone and email to no avail I request boost mobile issue the promised gift card for $160 asap as they now have my iPhone 13. I also was told I would be receiving a reduced amount for the missing gift card of $145 due to it arriving late. This is not true as the deadline was June 18 and both phones were received by boost on June 18. Furthermore my wife received her full promotional amount of $160. The **** tracking number is :********************** My name is ******* *****
Business Response
Date: 07/14/2025
July 14, 2025

Mr. ******* *****
13709 Jabielle Ter.
*******, ** 20136

Re:          BBB Complaint #********
                ************** - *************

Dear ************************* 24, 2025, we received your complaint, dated June 23, 2025, filed with the Better Business Bureau.

You said you purchased two new iPhone 16s and signed up for service on June ******, through a promotion that offered an electronic gift card (eCard) for $160.00 per phone if the applications were mailed in. Your wifes phone was received along with the eCard; however, you did not receive yours.

Based on the **** tracking number you provided, the package was delivered to a location in **********, ** on June 18, 2025, which is not one of our standard receiving facilities. We would need to research who received the package. I sent you an email and offered a $160.00 account credit in lieu of the eCard,which you accepted.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 23 I purchased a plan from boost mobile because I was told after giving them my imei number that I was able to get an account and a plan with them so I purchased a plan for $17.07 and once I placed the order my eSIM would not work due to my phone being locked but I was not told this until after I purchased the plan. Then I was told if my other carrier cannot unlock my phone that I would be able to get a refund. So I called back asking for my refund and now they are telling me that they will not refund me and I have to dispute it with my bank. I am disabled and not able to work because of my health and I cannot afford to just have money taken from me and not have any services provided.
Business Response
Date: 07/02/2025
June 30, 2025

Ms. ***** *****
******************************************************************************************************************

Re:          BBB Complaint #********
56946106166095 - *************

Dear ************************* 23, 2025, we received your complaint, dated June 23, 2025, filed with the Better Business Bureau.

You said that on June 23, 2025, you opened an account with ******************** and paid for the first month of service. You indicated that you received an eSIM and found your device was locked to your previous carrier and you could not activate it. You stated that Boost Mobile refused to issue a refund.

When we spoke on June 30, 2025, I explained that Boost Mobile is a prepaid service and our terms and conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

Your account is set to disconnect at the end of the current billing cycle. As an exception, I closed your account immediately and submitted a $17.07 refund. Please allow up to two weeks for processing.

We regret any inconvenience you have experienced.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:06/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recieved an email in may for a promotion of 50% off 2 months of service. It instructed me to use the epin provided by 05/31/25 to activate the offer and recieve the credit for the first month and the credit for the 2nd month would be automatically applied before the due date. It was not automatically applied. I've reached out to a chat agent and was repeatedly told im sorry the epin has expired. Though I used it on 05/23/25 so the 2nd month credit should have automatically applied before 06/23/25. They made no efforts to help me any further and essentially told me I was just out of luck and they weren't honoring the promotion. I've been a boost customer for quite some time now and I find this unacceptable and unless its corrected I'll be taking my business elsewhere. Also just to note I copy pasted the entirety of the email into my chat with **** ***** and it was completely disregarded
Business Response
Date: 07/11/2025
July 10, 2025

Ms. *****-** ******
********************************************************************************************

Re:          BBB Complaint #********
                ************** - *************

Dear ************************** 23, 2025, we received your complaint, dated June 23, 2025, filed with the Better Business Bureau.

You said that you responded to a promotion offering 50% off two months of service. You were instructed to use an ePin to activate the offer, but it did not work. When you used the Chat Line for assistance, you were informed the **** had expired. You request a billing adjustment.

Records show that the offer did not activate;therefore, I applied the first of the two credits in question. Additionally, I will ensure that the second credit is applied on the next service cycle.

We apologize for any inconvenience this has caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For four years now I have had a group of ******* employees all over everything done online on countless devices I personally own & purchased. Filing complaints has done absolutely nothing other cause it to get worse each time I file one. They have harassed ne daily every time online regardless of what device in using. Thats where this began. I signed up for ************ services via my govt *** website trusting what was provided as mobile companies to go thru but I have never regretted anything more other than being arrows to ex husband ever. I trusted the Lufeline Program providing all my personal details to have it all coprnuaed & stolen to be used for whatever. I have no identity & literally cant even get copies of my credit report from one of the major companies cuz it sad y *** is wrong.This is absolutely insane but then a friend goes gets me a Boost Mobile phone with all new phone email etc & it took about 3 *********** were all over that new Boost phone but I eventually was charged got **************** been able to use it with the exception of those 1st few days when ut was setup. But as with most hacked devices they all eventually get worse each time u use it. Now that same phone wont even connect to Wi-Fi without the ppl on it blocking websites rerouting calls outgoing and not allowing any incoming calls. But now when calling boost customer service they refuse to help but whats worse is Ive been trying to switch over to **** or Sprunts cell tower to get rid of the Tobile tower that boost used & I have been mailed to my home 3 separate fake Sin cards. I refuse to pay for no service but this is the most unprofessional business praxtice Ive ever experienced besides T-Mobile wonder if theyre related more than I want to even know at this point I just want the to leave e alone tbh & thats it. *** FTC. *** all do nothing but send u resources on what Id theft is.thanl u but I dont need a definition anymore I NEED ACTUAL HELP! Law enforcement is useles
Business Response
Date: 07/02/2025
June 26, 2025

Ms. **** *******
************************ SE
*******, ** 98513

Re:          BBB Complaint #********
                ************** - *************

Dear *************************** 23, 2025, we received your complaint, dated June 23, 2025,filed with the Better Business Bureau.

You stated someone from T-Mobile is hacking your phone and you have been trying to switch your network to AT&T. You also said you kept receiving fake SIM cards. Additionally, you mentioned service issues. You requested to receive an AT&T SIM card and a billing adjustment.

Below are a few steps you can take if you believe your phone is compromised:

Delete Unknown Apps - If you cant remember downloading it and dont know what purpose it serves, its best to be safe and delete it. Youll notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.

Our records show you were sent an AT&T SIM card on June *******.

Your line is currently suspended due to nonpayment. Further troubleshooting cannot be done until you reactivate it.

Your request for a billing adjustment is declined.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** /******* Better Business Bureau
                *************************************************;
                ******, CO 80210

                ****** ********
Initial Complaint
Date:06/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 8 I purchased an iPhone 16 Pro from them with AppleCare+. The advertized deal was that if I purchased through them I would 1) get the phone and the insurance I purchased from them 2) keep my original phone number and 3) get a year of free service.I received the phone, but I couldn't transfer my number from my old line with them to the new one they'd set up for the new phone. So I called them and they transfered the new phone to my old number.Then I noticed they continued to charge me for my monthly plan, so I called them again. They assured me they'd fixed it. I am still, however, being billed each month.Then I noticed my phone was warning me that AppleCare wasn't set up for my phone. I called them again, and they assured me they'd straighten it out and it might take a few weeks for the insurance to show up in my phone's ************ I called them again today to check why the insurance still isn't showing on my phone. They told me that the insurance had been tied to the new line set up for the phone, and that when my phone was transferred to the old number it lost the insurance. When I pushed them they offered a $15 credit on my account to refund the insurance, but nothing ******* $1000 phone is uninsured. If something happens, I'm out of pocket the entire cost of replacement. They either need to give me a refund for the full cost of the phone, provide me with a new phone that has the insurance on it, or provide some other compensation that makes up for this. I also need the refund for the cost of a year's worth of phone service (26.24*12 = $314.88), since that was the entire reason I purchased through them and I'm not even getting that.I would appreciate whatever support you can give me. I've gotten nowhere talking to customer support, even when I've tried to escalate.
Business Response
Date: 07/11/2025
July 9, 2025

Ms. ******* ********
**********************
******, *******;02493

Re:          BBB Complaint #********
                ************ - *************

Dear **************************** 23, 2025, we received your complaint, dated June 22, 2025, filed with the Better Business Bureau.

You stated that you signed up for the Buy a Phone, Get a Free Year of Service Offer and later found the promotion did not automatically apply. You experienced activation complications leading to Boost Protect being applied to the incorrect device and phone number. You said you called customer care regarding these issues and were offered account credits, which you ************ requested to be refunded for a year of service and the device you purchased.

A review of your account found that it was impacted by a systematic issue that has since been corrected. An exception was made and a refund of $90.06 is being processed to the card ending in 1005 (returning payments made since March ******). Please allow 7-10 business days for processing.

Boost Protect coverage has been re-assigned to the device with IMEI *************** and phone number ending in 9256. Please be advised that no claims can be made for the time before device protection was added on July 9, 2025. If you switch devices at some future point, we advise you to call in quickly and update the insurance.

We regret that your experience has been unfavorable.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

****** ********
Customer Answer
Date: 07/11/2025

Complaint: 23503131
Thank you for the company's response and for processing the $90.06 refund for the past service charges.
However, I am rejecting this response because the primary issue is still not resolved. The company has failed to properly activate the insurance on my device.
Here is the specific problem:
My account on the ******************** website now says I have "Boost Protect."
However, my iPhone's settings (Settings > General > About) query Apple's servers directly and only show a "Limited Warranty."
This discrepancy proves that the ******************** has not been successfully provisioned with *****. While Boost's internal system may show that I have coverage, *****'s system does not. This means I am still without the accidental damage insurance I paid for.
The case cannot be considered resolved until the insurance is correctly activated and my iPhone itself confirms that I have active AppleCare+ coverage. I need the business to fix this provisioning error and notify me once it has been completed.

Sincerely,
******* ********
Business Response
Date: 07/23/2025
July 22, 2025

Ms. ******* ********
**************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. ******************* July 17, 2025, we received your rebuttal, dated July 17, 2025, filed with the Better Business Bureau.

You rejected our response stating that your iPhone settings do not reflect accidental damage insurance. You requested for the Boost ***************** update to show on your phone to ensure coverage.

When we spoke, you provided me with a screenshot of your settings to aid our internal investigation. We appreciate your patience as we work to resolve this issue.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ******************************************;
                ******,CO 80210

****** ********
Customer Answer
Date: 07/26/2025

Complaint: 23503131

Thank you for the update. While I appreciate and confirm the refund of the monthly service charges, which resolves that specific billing issue, I am still rejecting the overall resolution because the primary concern regarding device insurance remains completely unresolved.
My original order confirmation, dated March 8, 2025 (Order #****-632630-4382), clearly shows that I paid a
one-time upfront charge of $15.00 for 'Boost Protect with ******************* as part of my 'Total Paid Today' of $1185.24. This proves I purchased and paid for this coverage upfront, not as a monthly add-on.

Despite this upfront payment, Boost Mobile's Corporate Case Manager has explicitly stated in an email (July 25, 2025) that 'at this time we do not offer continued coverage for a one time fee. Our insurance options are offered on a monthly basis, classified as an add-on for billing.' This is a direct contradiction of how I was charged and what I understood I was purchasing. Boost Mobile charged me upfront for a service they now claim is only offered monthly.
Furthermore, while Boost Mobile's website uses the phrase 'Boost Protect with ********* Services,' the details on the site itself confirm it is provided by a third-party, Likewize, not *****. Critically, my iPhone's settings (Settings > General > About) continue to show only a 'Limited Warranty' and not AppleCare+. This is definitive proof that the official AppleCare+ coverage, which I understood to be part of my purchase, has not been provisioned with *****. Boost Mobile has failed to provide the specific product and service I paid for.
Given that Boost Mobile has explicitly stated that they do not offer the insurance coverage for a one-time fee as I purchased, and my iPhone's settings confirm that official AppleCare+ has not been provisioned with *****, Boost Mobile has failed to deliver a core component of my original purchase agreement.
Therefore, my desired resolution is either:
The immediate and proper provisioning of official AppleCare+ on my device, confirmed by my iPhone's settings, with no future recurring charges for this coverage.
OR, if true AppleCare+ cannot be provided, a full refund for the Apple iPhone 16 Pro itself ($1099.99) upon its return to Boost Mobile. This would allow me to purchase the phone and appropriate AppleCare+ directly from ***** to ensure proper coverage.

Sincerely,

******* ********
Business Response
Date: 08/07/2025
August 6, 2025

Ms. ******* ********
**************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. ******************* July 31, 2025, we received your second rebuttal,dated July 31, 2025, filed with the Better Business Bureau.

You stated that the issue remains unresolved because you purchased AppleCare+ coverage for one year as a one-time $15.00 charge, but your settings do not reflect this coverage. You were informed that we do not offer AppleCare+ or any, one-time-fee device insurance options. You requested to have ********** added to your device or to return it.

We communicated via email on July 30, 2025, I explained that Boost **************** are clearly stated on our website as monthly, subscription-based; our checkout page does not list the charge as a one-time fee and AppleCare+ is not listed as an available feature with Boost Protect subscriptions. While we understand that you disagree with the monthly insurance model, you have not provided any documentation or reference to contradict this information on our website. However, we apologize for any confusion you experienced during the purchasing process. To support your preferred resolution, we will make an exception to accept the return of your device. You acknowledged this and said you will use the return label we provided. A refund will be issued once the device is received and inspected.

We regret any inconvenience.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

****** ********
Initial Complaint
Date:06/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a boost mobile customer for over 10 years and never missed a payment I pay faithfully every month for 5 lines well three of my lines aren't receiving the full potential of our service I received this email telling me to come to the store they had three phones reserved for three lines on my account at no cost so I did and they charged me 60 dollars for each phone when they email said at no cost that makes no sense and is false advertising since they emailed me and they are saying it's a activation fee but I've been with them over ten years I already have service active on my account so why would I have to activate them again
Business Response
Date: 07/02/2025
June 30, 2025

Ms. ***** *****
**************************
********, ** 61832

Re:          BBB Complaint #********
                ************ - *************

Dear ************************* 23, 2025, we received your complaint, dated June 21, 2025, filed with the Better Business Bureau.

You stated that you went to a local Boost Mobile store to secure three free phones based on a promotional email you received. You said that you were charged a $60.00 activation fee for each device. You believe that you should not have been charged this, as your account is already active.

My attempts to contact you to discuss this matter via email were unsuccessful.

Please note that taxes and fees are often applied when activating a new phone in store. Unfortunately, these fees are non-refundable.

We regret that your experience was unfavorable.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

****** ********
Customer Answer
Date: 07/04/2025

Complaint: 23501478

I am rejecting this response because:
This email says the phones should be free for all three lines but they are trying to charge me I didn't get the phones yet because it says free and 60 dollars ain't free

Sincerely,

April Walls
Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new phone through boost mobile online .(been a customer over 15 yrs) When the phone came in, I called Boost to help me activate the phone on 5/1/25 at 10:52 am. When I received my first bill I saw i was charge for 2 phone lines as seen in pictures attached. Whoever helped me activate my new phone somehow activated 2 lines. I have spent numberious hours on the phone with boost to get the 2nd line canceled and for a refund/credit on the 2nd line and 2nd line activation. They are not willing to work with me on this which seem ridiculous. All I am asking for is my money back that I was over charged. To me this is theft. I have attached both bills.
Business Response
Date: 07/09/2025
July 3, 2025

Mr. ***** ******
**************************************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear ************************** 23, 2025, we received your complaint, dated June 21, 2025, filed with the Better Business Bureau.

You said that you ordered a new phone, but a new line was created when the phone was activated. You expressed frustration with the amount of time it took to cancel the second line and you requested a credit.

When we spoke, I informed you the second line was added when you ordered the new device. The second line is no longer active. Additionally, I offered a credit of $134.00 to cover the charges for the second line, which you accepted.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a phone off ****** for $250 I used it at straight talk for a while then I came to boost with it and they locked it I want it unlocked or the cost of the phone
Business Response
Date: 07/09/2025
July 2, 2025

Mr. ****** *******
***************
*****************

Re:          BBB Complaint #********
                ************** - *************

Dear *************************** 23, 2025, we received your complaint, dated June 20, 2025, filed with the Better Business Bureau.

You said that the device you brought to our network has been locked. Your requesting that it be unlocked or to receive a refund for the device.

In the interest of customer service,I unlocked your device.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** Steffani
Customer Answer
Date: 07/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost Mobile sent me an email stating I am eligible for a free phone. The email stated I had to go to a store to recieve the free phone. I went to 4646 W. Diversey to get the phone and ****** told me I had to upgrade, (pay more money) to get the phone. No where in the email did it state I had to change my current plan to receive the free phone. I am a senior on a fixed income and can't afford to upgrade my current plan. Here's the email:It's Time To Upgrade Your Old Device Hi ******, As one of our most valued customers, we want to ensure you are receiving the best service possible. Our records indicate that a line on your account is using an older Android phone. We are contacting you because this device is not compatible with our 5G network, which means you are not experiencing the fastest speeds and best performance available on our network. To ensure you can enjoy a 5G-compatible device, we have reserved a ******* Galaxy A16 5G for you at no cost. This is an exclusive in-store offer that expires on June 30, 2025. To claim your free upgrade, please visit your nearest Boost Mobile store before this date. Our in-store team can also show you other available devices at special upgrade prices if you prefer a different model. Thank you for being a Boost customer.Upgrade Eligible Line(s)Line Ending in 6424 This is a promotional email from Boost Mobile.Upgrade offers end 06/30/25. Available In-store and current eligible customers only. Device Setup Fee up to $35 may apply. While supplies last. Device availability varies by store. Discount applied toward phone purchase; no cash back, credit or rain checks. Taxes extra. Sel. models only; no substitutions. May not be combined with other offers. Pricing subject to change. Other restrictions may apply, see participating stores for details.? 2025 DISH *************** All rights reserved. ******************************************.
Business Response
Date: 07/09/2025
July 3, 2025

Mr. ****** ****
************************ A1
*******, IL 60639

Re:          BBB Complaint #********
                ************ - *************

Dear ************************ 24, 2025, we received your complaint, dated June 20, 2025, filed with the Better Business Bureau.

You said that you received an email from Boost Mobile offering you a free device through a retail location.However, the location you went to wanted to upgrade you for a fee. You want the free device you were offered.

I attempted to reach you by phone today without success; however, I was able to leave a voicemail.

The offer you refer to is valid and available through a retail store, who have the inventory. We recommend that you contact the Boost Mobile retail store in advance to see if the device is available as we are unable to provide the device, as this is an in-store offer only.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 07/11/2025

Complaint: 23497634

I am rejecting this response because:
The free phone offer had a time limitation. Whoever called me from Boost Moble never followed up with an email so I don't even know if they called. The whole thing was a scam to get me to pick a more expensive phone plan. I'm disgusted with Boost Mobile for doing this nefarious tactic. I'm okay with them not living up to their word, promising me a free phone and not delivering. It just shows me what kind of company I'm dealing with. And I don't like what they did. I wouldn't promise them something and not deliver. I don't know why they did this to me.

Sincerely,

****** ****

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